Credit Counselor; onsite

POSITION PURPOSE

Responsible for performing collection activities associated with various delinquent member accounts, including Visa credit and debit cards, lines of credit, secured loans, signature loans, real estate loans, home equity lines of credit, negative shares, and returned checks. Reviews delinquent accounts, determines probable reasons for account status, and contacts members to resolve the delinquencies. Utilizes various techniques, as circumstances indicate, to promptly collect on delinquent accounts.

Is aligned with and promotes U1 values. Ensures that the Credit Union's professional image is maintained.

• Trustworthy
  • Monitors loans to ensure members have adequate insurance coverage to protect collateral and the Credit Union's interests.
  • Follows procedures.
• Friendly
  • Utilizes effective human relations skills and various forms of persuasion to present a positive Credit Union image in an already negative situation.
  • Calms irate members and answers member questions and complaints relevant to Department functions.
• Reliable
  • Follows up on delinquent accounts by telephone, personal contact, and correspondence to secure a satisfactory resolution to the repayment problem.
  • Discusses possible financial arrangements, informs members of potential legal actions, and suggests financial counseling to arrive at suitable payment arrangements.

• Receives delinquency reports from the computer system and verifies the status of the loans. Continues to collect until loan becomes a write-off, bankruptcy, or attorney account. Makes early contact with members and co‑makers to collect and keep them informed of loan status. Makes effective use of collection tools including daily suspense and delinquent loan activity reports.
• Determines reasons for delinquencies and works toward permanent solutions. Minimizes losses by early actions.
• Utilizes further appropriate collection methods if initial attempts do not secure required payment. Recommends extensions of due dates. Suggests consolidations, financial counseling, and repossessions as needed.
• Acts on notification of impounded vehicles to protect the Credit Union's interest.
• Ability to read credit reports.
• Performs skip tracing.
• Recommends accounts for repossession and foreclosure. Follows up with agent to ensure prompt recovery of collateral. Recommends and completes small‑claims court complaints and post‑judgment actions including garnishments, supplemental orders, and executions.
• Recommends possible charge‑offs. Researches and prepares the Write‑off Summary Sheet. Performs collections efforts in accordance with Credit Union policies and procedures and ensures they are legally compliant.
• Keeps accurate and up‑to‑date activity reports on late, potentially late, and delinquent loans; documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer; researches loan accounts that appear on late and potentially late records to ensure that Credit Union errors are detected promptly.
• Provides members the opportunity to fully explain their loan status.
• Ensures that professional business relations are established and maintained with Credit Union members and external contacts. Maintains the Credit Union's professional reputation throughout collections operations and in all contacts with members. Maintains confidentiality.
• Establishes and maintains effective communication and coordination with Credit Union personnel. Assists area personnel as needed. Keeps management informed of activities, progress toward established objectives, and any significant problems. Attends and participates in meetings as required.
• Related duties as required or assigned. Stays informed of changes in collections policies, procedures, and related legal requirements. Actively and professionally cross‑sells Credit Union services. Ensures that work area is clean, secure, and well maintained.

• High school diploma or equivalent.
• One year of phone customer service experience required.
• Ability to type, required.
• Solid computer skills, required.
• Fluent in Microsoft Office Suite, required.
• Previous collection experience, preferred.
• Excellent public relations and interpersonal skills.
• Ability to multi‑task, investigate and troubleshoot.
• Time management, planning, and organizational skills.
• Attention to detail and the ability to communicate complex information clearly.
• Ability to interact with other departments and personnel.
• Ability to read credit reports.
• Maintain an effective and efficient workflow.